Returns & Refunds

What if I change my mind about an item?

Goods are not offered on a "sale or return" basis. In the event that you change your mind about an item, we may accept a return at our discretion provided the item is unused, in its original unopened packaging, any labels still attached and otherwise in a condition enabling us to sell the product as new.

We reserve the right to apply a 20% handling charge to such transactions.

We will not refund postage fees for items that are returned due to a change of heart.

To avoid any disappointment, please ensure that you are buying the correct items before placing an order. Should you require more information about any of our products please contact us before purchasing and we will be happy to help. Alternatively you can visit our Facebook Advice Page or watch tutorials on our Nails TV Channel.

What if I receive the wrong item?

If an item(s) is received in error, you may return the product providing that the returned product is unused, in its original unopened packaging, any labels still attached and otherwise in a condition enabling us to sell the product as new.

Please advise us that you have received the wrong item within 24 hours of goods being received and return the item (using First or Second Class Signed For delivery option only) to the following address within 7 days:

Crystalnails4u Ltd34E Moulsham Street Chelmsford CM2 0HY

In order to be eligible for a refund in postage, you must use the First or Second Class "Signed For" delivery method provided by Royal Mail. We regret that we are unable to refund postage if any other delivery methods are used (e.g. Next Day, Special Delivery etc). Unfortunately we cannot accept responsibility for items lost in transit. We highly recommend that proof of posting is obtained and that adequate insurance is purchased to cover the items being returned.

Please ensure that your details are enclosed so that we can match the item to your records.

What if a product is damaged?

Please ensure that care is taken when opening a parcel as we will not be responsible for any damage caused during this process.

If the product you receive is damaged please notify us within 24 hours of receipt and we will be happy to replace it for you. Proof of purchase & proof of damage (photographic) must be available on our request.

Please return the item (using First or Second Class Signed For delivery option only) to the following address within 7 days:

Crystalnails4u Ltd34E Moulsham Street Chelmsford CM2 0HY

In order to be eligible for a refund in postage, you must use the First or Second Class "Signed For" delivery method provided by Royal Mail. We regret that we are unable to refund postage if any other delivery methods are used (e.g. Next Day, Special Delivery etc). Unfortunately we cannot accept responsibility for items lost in transit. We highly recommend that proof of posting is obtained and that adequate insurance is purchased to cover the items being returned.

Please ensure that your details are enclosed so that we can match the item to your records.

What if a product is faulty?

In the event that an item is faulty, you are entitled to a full refund providing we have been notified of the fault within 30 days of you receiving the item.

We will ask you to return the item so that we can investigate the fault further. Please return the item (using First or Second Class Signed For delivery option only) to the following address:

Crystalnails4u Ltd34E Moulsham Street Chelmsford CM2 0HY

In order to be eligible for a refund in postage, you must use the First or Second Class "Signed For" delivery method provided by Royal Mail. We regret that we are unable to refund postage if any other delivery methods are used (e.g. Next Day, Special Delivery etc). Unfortunately we cannot accept responsibility for items lost in transit. We highly recommend that proof of posting is obtained and that adequate insurance is purchased to cover the items being returned.

Please ensure that your details are enclosed so that we can match the item to your records.

Once the fault has been corroborated by our technicians, we will issue you with a full refund, including postage providing the correct return delivery method was used.

How will I receive my refund?

Paypal - Any refunds that are to be made when you have paid by Paypal are refunded to the Paypal account that was used to pay only.

WorldPay - Any refunds that are made when you have paid by WorldPay (or Bank Transfer) are made in the form of a voucher that can be used against further orders (valid for 6 months).

Postage - when a refund is agreed to any postage cost incurred by the customer this is made in the form of a voucher that can be used against further orders (valid for 6 months).

What if an electrical item develops a fault?

If your item is within the 6 month warranty then we will endeavour to repair the item free of charge. If the item cannot be repaired, we will replace it free of charge.

If your item is outside of the 6 month warranty then we will be able to send the item to our European Repair Service however there will be a charge for this. Unfortunately, we are not able to state the cost of repair as it depends on the fault however we will notify you of the cost as soon as possible.

Please be aware that repairs may take a number of weeks. Please see our Warranty section below for further information.

Are there any items excluded from the returns policy?

The seller does not issue refunds or accept returns of the following items*:

ScissorsClippersRazorsManicure or pedicure implementsTweezers

* this list is not exhaustive

Is there anything else I need to be aware of?

Any goods returned damaged due to poor packaging will not be eligible for a refund.

Warranty

During the Warranty Period

If you have an issue or concern about an electrical item please contact us by email order@crystalnails4u.co.uk advising us fully of the problem.

The following procedure is the Warranty offered by Crystal Nails:

If deemed necessary the customer is asked to return the item to Head Office (34e Moulsham Street, Chelmsford, Essex, CM2 0HY) by Second Class Signed For Royal Mail Service.

Once the item arrives, a full check of the item is completed as soon as possible.

If the item issue can not be resolved at Head Office, it will be sent to the European Head Office Service Centre in Hungary at the earliest opportunity for service/repair. Please note that this process can take a number of weeks.

Once the item is returned to us the item is checked by Head Office and dispatched to the customer.

Where appropriate postage is refunded as per the Terms and Conditions via a voucher.

If no fault is found by Head Office or the European Head Office Service then the item will be returned once return postage is made by the customer.

If you have an issue with your electrical items that you bought from one of our sub-distributors, in the first instance please contact them.

After the Warranty Period

If service or repair is required after the warranty has elapsed please contact by email order@crystalnails4u.co.uk to discuss options and costs.

Bulbs

UV & LED Bulbs length of use - we recommend that bulbs are changed every 4-6 months to ensure optimal performance.

Why other bulbs may not work - the connectors of other replacement bulbs are not the same even though the bulb may look and be described the same. We recommend that Crystal Nails bulbs are purchased as replacements to ensure proper performance of your lamp. Other brand bulbs can in some cases damage your lamp.

Claims For Lost / Damaged Items

Crystal Nails 4U Ltd. uses two delivery services Royal Mail ‘Signed For’ and DPD. The service your order is sent out by depends on the content of your order (due to postage restrictions) and the service you have requested (Standard or Next Day Delivery).

Once the parcels are with the delivery companies we are governed by the Terms and Conditions that they levy to all their customers. On rare occasions parcels can get lost or damaged and we are bound to the following procedures to resolve the situation:

Royal Mail

Lost/Not Delivered - we need to allow 15 working days to elapse to allow for the parcel to be delivered. Then if the parcel is still not delivered a claim for the parcel is submitted and once compensation is received replacement items are sent out to the buyer.

Due to varying factors we do not send out replacement items until the claims process is complete.

Damaged/Missing Items - When parcels are damaged or arrive with missing items we recommend you refuse the parcel and it will be returned to us. If you do not refuse the parcel you must notify us (with photos of the packaging and contents) by email within 3 days order@crystalnails4u.co.uk and we will if appropriate submit a claim with Royal Mail as per their process. Once compensation is received replacement items are sent out to the buyer.

Due to varying factors we do not send out replacement items until the claims process is complete.

DPD

Lost/Not delivered - For any delivery queries please in the first instance contact Interlink customer services on 01376 516826. If your parcel is not delivered as advised by Interlink, contact us by email order@crystalnails4u.co.uk and we will investigate and submit a claim as per their process. Once compensation is received replacement items are sent out to the buyer.

Due to varying factors we do not send out replacement items until the claims process is complete.

Damaged/Missing Items - When parcels are damaged or arrive with missing items we recommend you refuse the parcel and it will be returned to us. If you do not refuse the parcel you must notify us (with photos of the packaging and contents) by email within 3 days order@crystalnails4u.co.uk and we will if appropriate submit a claim with Interlink as per their process. Once compensation is received replacement items are sent out to the buyer.

Due to varying factors we do not send out replacement items until the claims process is complete.

Please note we will not action any claim via any other form of communication (phone, Facebook, text etc).